Helpdesk Onsite Lead

Summary about this job

Detail information about job Helpdesk Onsite Lead. Terms and conditions vacancy

• Work with Cognizant - leading Digital IT Consultancy worldwide!
• Join a dynamic, diverse and global team
• Permanent role based in Sydney

About Cognizant

Cognizant (Nasdaq-100: CTSH) is one of the world's leading professional services companies, transforming clients' business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant is ranked 195 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com or follow us @Cognizant

Our Culture

Your passion, integrity and experience are integral to Cognizant's success. You will be welcomed into a dynamic and expanding global leader in IT and Business consultancy where you will be valued for who you are. We take pride in our partnership with our clients, so your ability to add value and provide exceptional service to our clients are fundamental to your success. In return, you will be empowered with opportunities and support to develop your career and collaborate with people focused on innovation and ideas.

Position Summary: 

• Engage in Troubleshooting and fixing all queries related to an Incident reported to Service Desk Communicating updated related to outages and known issues that impacts Daily operations at support offices to offshore team, follow-up on the incidents till closure. Creating Requests for users who walks in with Access and /Delegation Queries and take to closure,
• Attend PIR meetings with stake holders. Should know the history of the Incident and your Observations ready before hitting the PIR. Handle escalation emails from SDM's and will have to manage them based on priority.
• Handle escalation by Head of IT and other SDM's should be followed up until closure and update them upon closure. Update the offshore team with the outcome/Process changes and updates. 

Mandatory Skills: 

• Expertise in Store operations, Expert level knowledge to troubleshoot issue on all IT equipment’s
• Proficient with all tools used by Service Desk to resolve the customer issue remotely / telephonic
• Expert in MS Office viz., Excel, PowerPoint
• Knowledge on ITIL terminologies and understanding on ticket priority and Incident Management
• Knowledge on problem management
• Familiar with Service Now as ticketing tool. 

Next Steps

If you would like to express interest in role, please click on the APPLY button now. Due to a high number of applicants, only shortlisted candidates will be contacted for a further discussion within 3-5 business days. We thank you for taking interest in this opportunity with us. For a complete list of opportunities with Cognizant visit http://www.cognizant.com/careers

Cognizant is committed to providing Equal Employment Opportunities. Successful candidate will be required to undergo a background check.